Location: Oldbury (hybrid working 3 office days per week)
Employment Type: Permanent, full time
Think the AA is just about roadside assistance? Think again.
For over a century, we've been evolving and adapting. Today, as the nation's leading motoring organisation, we offer a wide range of products and services to millions of customers. From roadside assistance to home and motor insurance, and the latest driving technologies, we have it all. As we continue to expand, diversify, and modernise, joining us as an IT Voice Support Engineer means you'll play a crucial role in our success and be part of this exciting motoring journey.
Our Chief Operating Office (COO) are the backbone of The AA, providing both stability and structure to support growth and innovation. We are the drivers of change.
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This is the job
Are you a Cisco voice technology expert looking to make a real impact?
We’re on the lookout for an experienced IT Voice Support Engineer to join our IT Operations team. In this role, you’ll be at the heart of our enterprise voice infrastructure, supporting, maintaining, and evolving the systems that keep our business connected. From contact centre platforms to unified communications, your work will ensure seamless voice services across the organisation.
This is a hands‑on technical role where you’ll collaborate with internal teams and external vendors to deliver robust, secure, and scalable voice solutions. If you thrive in a fast‑paced environment and enjoy solving complex challenges, this could be your next move.
What will I be doing?
* Administer and support Cisco UCCE, Unified CM Admin, CCMP, and CUIC platforms.
* Troubleshoot and resolve L1 & L2 incidents, ensuring minimal disruption to services.
* Monitor system performance, manage patching, and implement operational changes.
* Collaborate with vendors and internal teams to deliver voice infrastructure upgrades.
* Maintain documentation, runbooks, and ensure compliance with InfoSec policies.
* Identify opportunities to automate and optimise voice system processes.
What do I need?
* Proven experience with Cisco UCCE, Unified CM Admin, CCMP, and CUIC.
* Strong understanding of IP Telephony, VoIP, SIP, and contact centre technologies.
* Experience with tools such as Eleveo (Zoom), Teleopti WFM, and Acqueon Dialler.
* Solid networking knowledge (TCP/IP, VLANs, QoS); Cisco certifications are a plus.
* Ability to analyse performance trends and deliver technical solutions.
* Excellent communication skills and a proactive, service‑focused mindset.
Additional information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* 25 days annual leave plus bank holidays + holiday buying scheme
* Worksave pension scheme with up to 7% employer contribution
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends
* Discounts on AA products including car and home insurance
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
* Company funded life assurance
* Diverse learning and development opportunities to support you to progress in your career
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
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